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:Business process models are designed in isolation but must be applied in real organizational and business situations. A key management concern is how to identify the nonprocess factors that allow a business process to achieve maximum performance. In this paper, we demonstrate the application of the KNOVA (KNOwledge Value-Added) technique to the problem of making visible the hitherto intangible people, culture, and knowledge factors that can easily influence the success or failure of a business process. We illustrate its application to the processes of a diagnostic team within a department of a large hospital. Two benefits ensue: (1) the articulation of a common understanding of the factors that affect team performance and, (2) the pinpointing of resource investment to maintain performance and reduce risk or cost.
Holden et al. (Fri,) studied this question.